Sending HTML Email notifications from Remedy

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    Sending HTML Email notifications from Remedy

    1) Create an HTML page as shown below (Open the notepad and paste the below contents in it and save it as Incident.html). This is the content template which holds text from SYS:Notification Messages form

    <html>

    <head>

    <meta http-equiv="Content-Type" content="text/html; charset=windows-1252">

    <meta name="GENERATOR" content="Microsoft FrontPage 5.0">

    <meta name="ProgId" content="FrontPage.Editor.Document">

    </head>

    <body>

    <font face="TREBUCHET MS">

    #$$AR Notification Text$$#

    </font>

    </body>

    </html>


    2) Create a record in AR System Email Templates form with Template Format as HTML and attach this HTML page to the record;

     

    pic1.jpg

     

    3)  Open the SYS:Notification Message form and modify the required record to include the HTML tags in  Email Message Body ( For e.g. I am selecting Incident Group Assignment Confirmation record)

     

    <div style="background-color:orange;text-align:center">Incident Assignment Confirmation</div><br><table border="1" align="center" width="75%" BORDERCOLOR=Black><caption><b><font color="red">BMC Remedy Service Desk - Automated Notification</font></b></caption><tr><td>Incident ID</td><td>#Incident Number#</td></tr><tr><td  bgcolor="#D8D8D8">Requester </td><td bgcolor="#D8D8D8">#First Name# #Last Name#</td></tr><tr><td>Status </td><td>#Status#</td></tr><tr><td bgcolor="#D8D8D8">Priority </td><td bgcolor="#D8D8D8">#Priority#</td></tr><tr><td>Service Type </td><td>#Service Type#</td></tr><tr><td bgcolor="#D8D8D8">Summary </td><td  bgcolor="#D8D8D8">#Description#</td></tr></table>

     

    pic2.jpg

     

    Note : Do not include html,head,body tags because contents from Email Message Body  field will be included in HTML template which we created in step 1.  I removed all the spaces in the below HTML tags because it was causing space issues while displaying contents in Outlook and Webmail.

     

    4) Now open the OOTB notification filters or your customer filter to include the record which you created in AR System Email Templates form i.e. Ticket record from step 2. Below are the OOTB notification filters.

    • NTE:NTS:Email_200_Customer-NT -> for emails sent to customers
    • NTE:NTS:Email_200_Manual-NT -> for emails generated manually via the email system function
    • NTE:NTS:Email_200_SystemNT -> for emails sent to support staff


    In this example I am sending group notifications, so I will be using filter : NTE:NTS:Email_200_SystemNT to include my custom template from AR System Email Templates form.

     

    pic3.jpg

     

    5) Now create a test ticket and assign it to some group. Group members will get the notifications in the following format;

     

    pic4.jpg

    6) You can also include header and footer for emails, to include your company logo, images, contact numbers etc.

     

                        a) Create an HTML page to include a company logo;

                            

    <html>

    <head>

    </head>

    <body>

    <img src="mycompany.gif">

    </body>

    </html>

                         b) Create an HTML page to include a footer as you want;

     

                            

                            

    <html>

    <head>

    </head>

    <body><font face="TREBUCHET MS" color="red"><h3>

    Please Contact IT Help Desk in case of any concerns @ x-xxx-xxx-xxx

    </font>

    </body>

    </html>


                        c) Now create records in AR System Email Templates form for the header and footer templates. If you include any images in your html file then you have to add those images in the Template Attachment Tab;

     

       pic5.jpg

                        d) Now either you can add this Header or Footer templates or both in your filter or you can add them in AR System Email Mailbox Configuration. If you add them in AR System Email Mailbox Configuration they will be included in all the emails and if you add them in filter then they will be included in only those emails which those filter will send.

     

    Including templates in Filter:

    pic6.jpg

     

    Including templates in Mailbox form:

    pic7.jpg

     

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    If you want to send notification from your own custom filter then follow below two steps;

     

    1) Create HTML email template

    2) Create a filter with notify action and reference the template in the custom template field of notify action, like I did in the attached snapshot .

     

    HTML Email.jpg

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    Ref:

     

    Please take a back up of everything whatever you are modifying before performing any changes. Hope this will help somebody